Returns and Warranty
PLEASE NOTE - WE DO NOT OFFER FREE RETURNS*
Returns
By making a purchase through any of our online stores, you are agreeing to our terms and conditions of sale, as outlined below. This does not affect your statutory rights.
We do reserve the right to refuse and cancel any sale made through any of our online stores. Should we deem it necessary to do so, we will inform you of our decision to cancel.
If you have ordered the wrong colour, style or size, we are happy to exchange it for the one you would like. We will also offer a refund if required (please note refunds are at our discretion).
We request that any items returned to us are cleaned and free of excessive soiling. Items returned to us in a soiled condition are not sanitary and will be returned to sender without further investigation or incur a discretionary £5.00 cleaning charge.
Any refunds will be made exclusively to the original form of payment.
You can return your order to us in its original packaging and original condition within 14 days* of the item being delivered to you. For efficient processing of returns, ensure the product is not damaged, has not been worn outside and is unmarked, with the box in a saleable condition/tags intact (if applicable). Boot boxes should be packaged within another suitable cardboard box to prevent damage to the box during transit.
For items sent via the pallet network it is the responsibility of the customer to re-package appropriately on a pallet and arrange the courier for return. For any pallet items please contact the Bushgear team prior to sending out, in order to authorise the return. Palletised returns that have not been authorised may be refused.
Please include your original order invoice and highlight the items being returned and details of the required service (exchange size/style etc. or refund). Without these details we cannot provide a refund or exchange and it will significantly increase the amount of time it takes us to process your return.
We recommend returns are sent via a tracked service. It is the customer’s responsibility to ensure the return reaches us! We suggest you use Royal Mail's 2nd class tracked service as this is often the cheapest service available.
Please note - WE DO NOT OFFER FREE RETURNS!
You will need to arrange a pickup from your home with Royal Mail or other courier company. Alternatively, you can take your return to a local Post Office, in person.
Unless a product has been confirmed as faulty or there is an error in the order processing, then returns are at the cost of the customer.
Please note that we cannot accept returns on items that have been amended, modified, used or repaired.
Any damage to returned products caused by insufficient packaging may mean that a refund/exchange cannot be given or will only be given in part.
For exchanges where we do not have stock of the requested replacement item we will make contact to offer alternative options.
*For Christmas orders starting from November 1st we will extend our returns period until the end of the following January.
Please inform us if you have any issues with your order as soon as it is delivered by emailing sales@bushgear.co.uk and providing your order number and name.
Our returns address is:
Bushgear Returns
Unit 8 Jubilee Way
Faversham
Kent
ME13 8GD
United Kingdom
Tel: (+44) 01795 53 43 43
Bushgear General Warranty Policy
Bushgear Warranty Claims Form - Please fill this out to speed up the claims process. Otherwise please submit the relevant information to sales@bushgear.co.uk. Click here for the form.
Please note: certain products/brands are subject to specific warranty policies - these are detailed/linked below and supersede this general policy. For large value/pallet items please only return these to us following contact with the Bushgear team and a warranty claim being approved.
If you are concerned a product purchased from our website is faulty please contact us on the above contact details to discuss the matter.
We may ask for photos and additional information. We may, on occasion, ask for the item to be returned to us for assessment if the issue cannot be determined from photos.
All warranty claims will be assessed on an individual, case per case basis.
We request that any items returned to us are cleaned and free of excessive soiling. Items returned to us in a soiled condition are not sanitary and will be returned to sender without further investigation.
In the rare event that we have supplied you with a faulty or incorrect item, we will refund the cost of returning any items. We will refund postage up to the value of £5.00 (not including pallet items - please contact the team to discuss).
Redback Boots
Redback Boots are guaranteed for 6 months against manufacturing faults. The life of the boot is dependent on the type of use that they are exposed to.
This warranty does not cover damage caused by excessive wear and tear or misuse. Redback boots are made from premium leathers but are not lined and therefore, they are not waterproof. We recommend keeping the leathers clean and waxed regularly, as this will minimise water ingress and prolong the life of your boots.
Certain types of damage e.g. that caused by exposure to corrosive materials/substances or by unreasonable abrasion will not be covered by the Redback warranty. Assessments are carried out at our discretion.
We can only process warranty claims for boots purchased directly from ourselves. For warranty claims for boots purchased from an alternative retailer please contact them directly.
Redback Warranties are only valid when boots are purchased from an authorised Redback retailer. All product tags and labels must be left in situ unless otherwise instructed.
Hikki
We provide a 24-month warranty on all products. If you have a problem with your product, you must contact us within 24 months from the time of your order.
You are entitled to a guarantee if the product has any manufacturing or material defects and that you have installed it in accordance with the enclosed operating instructions. Should the instruction manual be missing, please contact us to be sent a copy via email. Always read the operating instructions before mounting or starting to use the product.
If you are entitled to a guarantee, we will, as soon as we can, do any of the following:
(1) repair the product free of charge (2) replace the faulty product or part with a new or equivalent product or part (3) In cases where options 1 or 2 are not feasible, refund the price of the product at the time of ordering. Bushgear reserves the right to decide which of the three options to use.
Our liability can never be higher than the value of the part that is at fault.
Bushgear can never be held liable for indirect damage such as downtime, lost profits or sales or other indirect damage regardless of whether the buyer has been negligent or not.
Please note that the warranty expires if you make adjustments or modifications to the product without our written approval or instructions on how to do so. Modifications required for an accessory to work, however, do not affect the warranty - for example, you have to screw in fittings in the Bohemen frame to be able to attach the cover or protection.
If you need to send us a product after we have agreed to resolve a warranty issue with a repair, it is important that you pack it carefully and in the same way as it was when you received it. We are responsible for all shipping costs (but only if the entire route is a passable road) in a warranty case, regardless of whether you send in an item or component for repair or whether we send you a new item or component from our warehouse.
Keep in mind that the carrier must be able to access your packaging in an easy way, so make sure it is as accessible as possible - preferably in the same place where it was unloaded
Weltevree
- Weltevree warrants that products ordered by the customer comply with the agreement and reasonable quality requirements for normal use.
- The the manufacturer's warranty period is one year. This warranty does not prevent the customer, if he/she is a private individual, from exercising their right to a statutory warranty.
- Several (raw) materials used by Weltevree for the products are natural materials with inherent particular properties. Materials may discolor or break. This is not covered by the warranty if it is a distinctive characteristic of a particular raw material.
- The customer may make warranty claims in writing. The customer must attach a copy of the proof of purchase and the products to be returned must always be complete. If agreed by the Bushgear team, a photo of the defective product will suffice.
Kamado Joe and Masterbuilt
Each product in the Kamado Joe and Masterbuilt range is supplied with its own warranty. Warranty claims for the these ranges will require direct registration of your product with either Masterbuilt or Kamado Joe upon initial purchase. Please see below links for full warranty details:
https://www.bushgear.co.uk/pages/kamadojoe-warranty
https://www.bushgear.co.uk/pages/master-built-warranty
Nokian Boots
Nokian boots are supplied with a 12 month warranty against defects in manufacturing, from the date of purchase. All Nokian boot enquiries should be directed to sales@bushgear.co.uk. Please provide your order number, some photographs of the damage/problem area and a convenient way to contact you.
Thank you for your interest in Bushgear.
The Bushgear Team.